JP4791315B2 - Business management apparatus, business management method, and program - Google Patents

Description

The present invention relates to a call center system that is connected to a customer terminal device installed in, for example, a company branch or a customer's home via an IP (Internet Protocol) network.
More specifically, the present invention relates to a call center system that generates a queue in response to a connection request from a customer terminal device and assigns a waiting customer when a free operator occurs.

A conventional call center system uses an ACD (Automatic Call Distribution) server device (hereinafter simply referred to as an ACD server) when there is no available operator when a connection request from a customer (using a customer terminal device) to a call center operator (using an operator terminal device) is absent. The customer terminal device (hereinafter also simply referred to as the customer terminal), the IP address of the connection destination operator terminal device (hereinafter also simply referred to as the operator terminal) is assigned to the customer terminal device (hereinafter also referred to simply as the customer terminal). Notification is performed, and call control and media communication are performed peer-to-peer between the customer terminal device and the operator terminal device.
In such a call center system, a processing time for each transaction is logged in a database, and a program that calculates the average transaction time for each business unit is executed at a certain timing in a central processing unit of a device that monitors a queue. Then, the ACD server device calculates the estimated waiting time based on the average transaction time, so that the “automatic consulting & contract machine” (ACM), which is the customer terminal device, has “waiting number of people” and “waiting for prediction”. “Time” was displayed (for example, Patent Document 1).
JP 2002-297900 A

In the conventional call center system, there is no means for the operator terminal to notify the ACD server of the remaining work according to the work required by the customer who is talking, and the ACD server obtains the data of the remaining work flow of the operator who is working. There was no means to calculate and no means to calculate the operator's expected free time according to the remaining work.
For this reason, there is a problem that even when the business with the customer is in a call center that is implemented based on a specific business flow, the optimum expected waiting time according to the business flow cannot be displayed to the customer.
In a call center where the talk time between the customer and the operator is long, it is particularly difficult to provide the customer with an accurate expected waiting time.

The main object of the present invention is to solve the above-described problems, and the main object is to notify the customer of the optimum and accurate expected waiting time according to the business flow.
Another object of the present invention is to display the optimum reserved content corresponding to the length of the expected waiting time to the customer.

The business management device according to the present invention is:
A business management device that performs time management of business composed of a plurality of sub-businesses performed by an operator,
For each operator, a sub work average execution time storage unit that stores an average execution time for each sub work as a sub work average execution time;
A notification receiver for receiving sub-task progress notification information for notifying the progress of each sub-task, for each operator, from the job progress monitoring device that monitors the progress of the task for each operator;
For each operator, based on the progress indicated in the sub-task progress status notification information and the sub-task average time stored in the sub-task average execution time storage unit, the task currently being executed by the operator is determined. And a time calculation unit that calculates a time expected to be completed as an expected work completion time.

  According to the present invention, based on the progress status of each sub-task constituting the job and the sub-task average time, the time when the operator is expected to complete the job currently being executed is calculated and the preceding preceding product is calculated. Taking into account the time required to execute the business of the delinquent customer, the operator calculates the time when it is expected to start implementing the business of the overdue customer, and notifies the late customer of the calculated time. The customer can be notified of a more accurate expected waiting time.

Embodiment 1 FIG.
FIG. 1 is an overall configuration diagram showing a system configuration example of a call center system according to Embodiment 1.
In FIG. 1, a customer terminal device 1 (hereinafter simply referred to as a customer terminal) is a terminal used by a customer to make a call with a call center operator, and is installed at a branch of a financial institution such as a bank.
An operator terminal device 45 (hereinafter simply referred to as an operator terminal) is a terminal used by an operator, and is installed in the call center 19. A plurality of operator terminals 45 are arranged in the call center 19.
An ACD (Automatic Call Distribution) server device 20 (hereinafter simply referred to as an ACD server) is a server machine that manages a plurality of operator terminals 45, manages the status of operators, and assigns operators who can respond when receiving connection requests from customers. is there.
The customer terminal 1, the operator terminal 45, and the ACD server 20 are connected via the IP network 18.
The operator terminal 45 and the customer terminal 1 are connected by, for example, video conference communication, and the operator and the customer carry out business by video conference.
Although details will be described later, the work performed by each operator is composed of a plurality of sub-workes.
In the present embodiment, the operator terminal 45 is an example of a work progress monitoring apparatus that monitors the progress of work for each operator on a sub-work basis.
Further, the ACD server 20 performs time management of work based on the progress status notification from the operator terminal 45, and is an example of a work management apparatus.

Here, before explaining the details of the internal configuration and operation of each device, the processing in the call center according to the present embodiment will be outlined.
As described above, the main purpose of the present embodiment is that the ACD server 20 notifies the customer of an accurate expected waiting time according to the business flow.
Therefore, the ACD server 20 stores, for each operator, the average execution time for each sub-operation that constitutes the operation as the sub-operation average execution time, and the progress status of each sub-operation from each operator terminal 45 for each operator. The notification is received, and for each operator, based on the progress status of each sub-task notified from the operator terminal 45 and the stored sub-task average time, it is expected that the task currently being performed by the operator will be completed. Is calculated as the expected task completion time.
Specifically, for each operator, the ACD server 20 needs to be implemented in the future among a plurality of sub-work constituting the work currently performed by the operator based on the progress of the work notified from the operator terminal 45. The sub-task is determined, and the expected task completion time is calculated using the average sub-task execution time of the sub-task that needs to be implemented in the future.

  For example, the ACD server 20 receives, for each operator, a notification (sub-task execution completion notification information) indicating that the sub-task execution has been completed from the operator terminal 45, and sends the sub-task execution completion notification information to the operator. Based on the sub-work completed in the sub-work execution completion notification information, the operator determines the sub-work that has not been executed among the sub-work that constitutes the work currently being executed by the operator. The predicted task completion time is calculated using the sub-task execution average time of the un-executed sub-tasks.

  In calculating the expected task completion time, the ACD server 20 is currently executing the operator for which the sub task execution completion notification information is transmitted each time the sub task execution completion notification information is received. Use the division value obtained by dividing the time actually taken to execute a sub-task that has already been executed (sub-task execution actual time) among the sub-tasks that make up the job, by the average sub-task execution time of that sub-task. Thus, the predicted task completion time may be calculated.

  In addition, the ACD server 20 calculates the predicted task completion time using a cancellation rate indicating the rate at which each of the plurality of sub-tasks included in the job is canceled and the sub-task execution average time of the unexecuted sub-tasks. You may make it do.

  In addition, the ACD server 20 may receive a notification (sub-task re-execution notification information) that the sub-work that has been executed is to be executed again from the operator terminal 45. In this case, the ACD server 20 For the operator who received the sub-work re-execution notification information, a multiplication value obtained by multiplying the sub-work execution average time of the sub-work to be re-executed indicated in the sub-work re-execution notification information by a predetermined weighting factor is used. Thus, the predicted task completion time may be calculated. In some cases, a plurality of sub-operations may be re-executed. Similarly, in this case, the ACD server 20 assigns a predetermined weighting factor to each of the sub-operation execution average times of the plurality of sub-executions. The predicted task completion time may be calculated using the multiplied value.

  Further, the ACD server 20 selects from the plurality of selection target sub-tasks at the operator who is performing a task including a plurality of selection target sub-tasks (a plurality of alternative sub-tasks) from the operator terminal 45. In some cases, the ACD server 20 receives information (selected sub-task notification information) for notifying the selected sub-task, before the selected sub-task notification information is received. The estimated task completion time is calculated using a value obtained by multiplying the sub task average execution time by the selection rate of each selection target sub task, and after the selected sub task notification information is received, the selected sub task notification information is received. The predicted task completion time may be calculated using the sub task execution average time of the selected sub task indicated in the task notification information.

In addition, the ACD server 20 manages queue data indicating an overdue customer who is waiting for an operator to perform an operation. For each overdue customer indicated in the queue data, the execution of the operation of the overdue customer is performed. Based on the estimated task completion time when the task currently being performed by the scheduled operator is expected to be completed and the average sub-task execution time of the scheduled operator, The time at which it is expected to start the execution is calculated as the expected work start time.
In addition, the ACD server 20 configures, for each of the overdue customers indicated in the queue data, the expected operation completion time of the scheduled operator and the operations of the preceding overdue customers in the queue data to which the scheduled operator is assigned. The predicted task start time is calculated using the total value of the average sub-task execution time of the scheduled operator for a plurality of sub-tasks.
In addition, when calculating the predicted work start time, the ACD server 20 calculates the predicted work start time using a cancellation rate indicating the rate at which overdue customers cancel the execution of the work by the operator.

  Then, the ACD server 20 notifies the customer terminal device used by each overdue customer of the predicted work start time for each overdue customer calculated in this way.

Next, FIG. 2 shows an internal configuration example of the ACD server 20 according to the present embodiment.
The operation of each component included in the ACD server 20 will be described in detail with reference to the flowcharts of FIG. 12 and subsequent drawings. Elements that play a major role in the present embodiment will be described below.

The sub business data management means 400 included in the business stores the sub business data included in the business shown in FIG.
In FIG. 5, the sub business data included in the business includes a business name 50 which is the name of the business performed by the operator, a sub business name 51 which is a component in the business, and one sub business from a plurality of sub business options. Or, it has data items of a selective sub task name 52 that is a task selected by the operator and a selection rate 53 that is a selection rate of the past history of the selective sub task. The selective sub business is a selection target sub business.
In FIG. 5, the business name 50 indicates a business such as opening a new account or changing an address. Business: Opening a new account includes a plurality of sub-businesses such as seal verification, license confirmation, address confirmation, account type explanation, and account type selection. Account type selection, which is one of the sub-operations, is a selective sub-operation. As an account to be opened, a procedure for opening a normal account, a procedure for opening an account with a special contract, a credit card, in accordance with instructions from a customer. There are procedures for accounts with functions, and the actual values of the selection rates selected by the customers are ratios of 70%, 20%, and 10%.

The sub work data management means 410 (sub work average execution time storage unit) for each operator stores the sub work data for each operator shown in FIG.
In FIG. 6, sub-work data for each operator is redone when the sub-work name 51, the sub-work execution average time 54 obtained from the operator's past history, the cancellation rate 55 for each sub-work, and when redoing over multiple sub-work. Unnecessary re-execution flag 56 for designating an unnecessary sub-work, fixed-time work flag 57 for designating that the operation time is not fluctuated by the customer, such as an explanation work, and a sub-work Has a data item of a completion flag 58 for designating completion.
The sub-operation data for each operator shown in FIG. 6 exists for each of a plurality of operators.
The sub work execution average time 54 indicates an average execution time for each sub work, and is an average value of the time required for each operator to execute each sub work.
The cancellation rate 55 for each sub-operation indicates the ratio of the sub-operation being canceled during execution. The cancellation rate 55 for each sub-operation may be a ratio at which the sub-operation is canceled for all operators.
The redo-unnecessary flag 56 indicates that the redo of the sub-task is unnecessary when the flag is on.
When the flag of the fixed-time work flag 57 is on, the sub-work has a typical content, so there is little variation in the execution time for each customer, and there is a possibility that it can be executed with the average time of the sub-work. Is high.
The completion flag 58 indicates that the sub-task has been completed when the flag is on.

The operator data management means 420 stores the operator data shown in FIGS.
The operator data shown in FIG. 7 includes an operator ID 60, an estimated remaining time 61 of the currently executed sub-operation, an expected operation completion time 62 of the operator that is an estimated remaining time of the currently executed operation, The expected remaining free start remaining time 63, which is the time until it is expected to complete the business with the customer, and whether the customer call that is overloaded can be expected because the operator is logging in or will log in An allocation predictable flag 64 indicating whether or not, an operator status 65 for designating a status such as whether the operator is logged in or logged out, a business name 66 currently being executed by the operator, and a sub-work currently being executed by the operator It has a data item of the start time 67 and the sub work name 68 currently being executed by the operator.
Further, the operator data shown in FIG. 8 has data items of an operator's possessed work skill 70, an operator state 71 indicating whether the operator is being assigned or logged out, and an operator ID 72.

The queue data management means 440 (queue data management unit) stores the queue data shown in FIG.
In FIG. 9, the queuing data indicates the rank 80 of overdue customers, the requested business 81 that the overdue customers want to carry out by calling with the operator, and whether the overdue customers are being allocated or overdue. It has data items of the customer status 82, the ID of the customer who is overdue, and the ID 84 of the scheduled operator who is scheduled to execute the business of the customer.

The scheduled attendance time data management means 450 (scheduled work start time storage unit) of the operator stores the operator attendance time data shown in FIG.
In FIG. 10, the scheduled attendance time data of the operator indicates the scheduled attendance time (scheduled start time of work) for each operator, and has data items of an operator ID 90, an attendance date 91 of the operator, and an expected attendance time 92 of the operator.

The scheduled work time data management means 460 (scheduled work end time storage unit) of the operator stores the scheduled work time data for the operator shown in FIG.
In FIG. 11, the scheduled leaving time data of the operator indicates the scheduled leaving time (working scheduled end time) for each operator, and has data items of an operator ID 93, an operator work day 94, and an expected work leaving time 95 for the operator.

  Note that the data configurations of the various tables shown in FIGS. 5 to 11 are examples, and are not limited to the data configurations shown in FIGS.

Next, in FIG. 2, the sub-task completion notification receiving unit 21 notifies the sub-task completion notification (sub-task execution notification) that notifies the completion of the execution of the sub-task every time the operator completes the execution of the sub-task from the operator terminal 45. Completion notification information) is received.
The sub-work redo notification receiving unit 23 receives, from the operator terminal 45, a sub-work redo notification (sub-work re-execution notification information) for notifying that the sub-work that has been executed by the operator is executed again.
The multiple sub-operation redo notification receiving unit 25 receives, from the operator terminal 45, a multiple-sub-operation redo notification (sub-operation re-execution notification information) for notifying that a plurality of sub-operations that have been executed by the operator will be executed again. .
The business notification receiving unit 29 receives from the operator terminal 45 a business notification that notifies a business name to be started when a business with the customer terminal is started or when another business is requested to start while connected to the customer terminal. To do.
The selective sub-task start notification receiving means 32 is selected from the operator terminal 45 by the operator performing a task including a plurality of selective sub-tasks (selection target sub-tasks) from the plurality of selective sub-tasks. A selective sub-task start notification (selected sub-task notification information) for notifying the sub-task is received.
These sub-task completion notification receiving means 21, sub-task redo notification receiving means 23, multiple sub-job redo notification receiving means 25, job notification receiving means 29, and selective sub-task start notification receiving means 32 are examples of notification receivers. It is. The sub-work completion notification receiving means 21, the sub-work redo notification receiving means 23, the multiple sub-work redo notification receiving means 25, the work notification receiving means 29, and the selective sub-work start notification receiving means 32 are collectively referred to as notification reception. Also called a part.
Also, sub-task completion notification (sub-task execution completion notification information), sub-task redo notification (sub-job redo notification information), multiple sub-job redo notification (sub-job redo notification information) received by each notification receiver The business notification and the selective sub-task start notification (selected sub-task notification information) are examples of sub-task progress status notification information for notifying the progress status of each sub-task.

The expected waiting time calculation means 30 is based on the progress indicated in the sub-task progress status notification information received by the notification receiver and the sub-task average time managed by the sub-task data management means 410 for each operator. The time at which the operation currently being performed by the operator is expected to be completed is calculated as the expected operation completion time.
In addition, the expected waiting time calculation means 30 has an execution scheduled operator who is scheduled to perform the business of the overdue customer for each overdue customer indicated in the queue data managed by the queue data management means 440. The time at which the scheduled operator is expected to start the implementation of the business of the overdue customer, based on the expected task completion time when the currently implemented task is expected to be completed and the average sub-task execution time of the scheduled operator Is calculated as the expected work start time.
The expected waiting time calculation means 30 is an example of a time calculation unit.

The expected waiting time notification transmission means 38 sends the expected work start time (expected waiting time) for each overdue customer calculated by the expected waiting time calculation means 30 to the customer terminal 1 used by each overdue customer. Notice. The expected waiting time notification transmission unit 38 is an example of a time notification unit.
The predicted work start time may be absolute time information such as 13:01:05, or may be information of relative time such as 300 seconds later.

Next, FIG. 3 shows an example of the internal configuration of the operator terminal 41, and FIG. 4 shows an example of the internal configuration of the customer terminal 1.
Details of each component will be described together with the description of flowcharts in FIG.

Next, the operation will be described.
FIG. 12 is a flowchart for explaining the overall operation (business management method) of the ACD server 20.
As described above, the operator terminal 45 transmits various notifications, but the processing differs depending on the type of notification from the operator terminal 45.
When the operator terminal 45 transmits a business notification notifying the start of business (Yes in step S1101), a business start process (step S1102) is executed. Details of the business start process (step S1102) are shown in FIG.
When the operator terminal 45 transmits a sub-task notification for notifying completion of the sub-task (Yes in step S1103), a sub-task completion process (step S1104) is executed. Details of the sub-task completion processing (step S1104) are shown in FIG.
When the operator terminal 45 transmits a sub-work redo notification for notifying the redo of the sub-work (Yes in step S1105), the sub-work redo process (step S1106) is executed. Details of the sub-work redo process (step S1106) are shown in FIG.
Further, when the operator terminal 45 transmits a notification of redoing a plurality of sub-tasks (Yes in step S1107), a process for redoing the sub-tasks (step S1108) is executed. FIG. 16 shows details of the multi-sub-task redoing process (step S1108).
If the operator terminal 45 has transmitted a selective sub task start notification for notifying selection of a sub task in the selective sub task (Yes in step S1109), processing at the time of selective sub task selection (step S1110). Is executed. Details of the selective sub-task selection process (step S1110) are shown in FIG.
Processing at the time of starting business (step S1102), processing at the time of sub-business completion (step S1104), processing at the time of redoing sub-work (step S1106), processing at the time of redoing multiple sub-tasks (step S1108), processing at the time of selective sub-job selection When any one of (Step S1110) is executed, the expected waiting time calculating means 30 executes the expected waiting time calculating process (Step S1111) (time calculating step). Details of the expected waiting time calculation process (step S1111) are shown in FIGS.

Next, with reference to FIG. 13, details of the business start process (step S1102) will be described.
The operator terminal 45 indicates the name of the business to be started by the business notification transmission means 49 of the operator terminal 45 when the business with the customer terminal 1 is started or when another business is requested during connection with the customer terminal 1. Send business notifications.
In the ACD server, when the business notification receiving unit 29 receives the business notification (step S103) (notification receiving step), the business start setting unit 39 sets the “currently executing business name” 66 in the operator data (FIG. 7). The notified business name is set, and the expected waiting time calculation means 30 calculates the expected waiting time (step S1111).

Next, with reference to FIG. 14, the details of the sub-task completion processing (step S1104) will be described.
When the operator terminal 45 is connected to the customer terminal 1, the sub-operation completion notification transmitting unit 46 transmits a sub-operation completion notification to the ACD server 20 every time the sub-operation is completed.
In the ACD server, when the sub business completion notification receiving unit 21 receives the sub business completion notification (step S001) (notification receiving step), the sub business completion setting unit 22 uses the sub business data for each operator of the corresponding operator (FIG. 6). The “completion flag” 58 of the corresponding sub-operation is turned on (step S002), and the expected waiting time calculation means 30 calculates the expected waiting time (step S1111).
This makes it possible to calculate the expected waiting time according to the progress of the operator's work.

Next, with reference to FIG. 15, the details of the sub-work redo process (step S1106) will be described.
When the customer terminal or operator re-executes the sub-operation again due to an input error or the like while the customer terminal 1 is connected, the operator terminal 45 transmits a sub-operation redo notification to notify the sub-operation name to be re-executed by the sub-operation redo notification transmission means 47. To do.
In the ACD server 20, when the sub-work redo notification receiving unit 23 receives the sub-work redo notification (step S003) (notification receiving step), the weighting value adding unit 24 of the redo sub-work execution time is set for each operator of the corresponding operator. The “completion flag” 58 of the relevant sub-operation in the sub-operation data (FIG. 6) is turned off (step S004), and the “sub-operation execution average time” 54 of the sub-operation to be redone is multiplied by a weighting factor (a coefficient less than 1.0). The “sub work execution average time” 54 is updated with the calculated value (step S005), and the expected waiting time calculating means 30 calculates the expected waiting time (step S1111).
As a result, it is possible to calculate the expected waiting time considering that the sub-work execution time at the time of redoing is completed earlier than the first sub-work execution time. In other words, in the case of redoing a sub-task, since the sub-task has been executed once, it is expected that the execution time will be shorter than the initial execution of the sub-task. The expected waiting time is calculated.

Next, with reference to FIG. 16, the details of the processing for re-executing a plurality of sub-tasks (step S1108) will be described.
When the customer terminal or the operator re-executes a plurality of sub-operations again due to an input error or the like while the customer terminal 1 is connected, the operator terminal 45 notifies the plurality of sub-operation names to be re-executed by the multi-sub-operation redo notification transmission means 48. Send sub-work redo notification.
In the ACD server 20, when the multiple sub-task redo notification receiving unit 25 receives the multiple-sub-task redo notification (step S006) (notification receiving step), the weighted value adding unit 26 of the redo multiple sub-job execution time is used for each operator. In the data (FIG. 6), the “completion flag” 58 of the corresponding sub-operations for which the “re-execution unnecessary flag” 56 of the corresponding sub-operation is off is turned off (step S007), and the “re-execution unnecessary flag” 56 is off. The sub-work execution average time 54 is updated by a value obtained by multiplying the sub-work execution average time 54 by a weighting factor (coefficient less than 1.0) (step S008), and the expected waiting time calculation means 30 calculates the expected waiting time. Calculate (step S1111).
This makes it possible to calculate the expected waiting time in consideration of the existence of sub-operations that need not be performed at the time of redoing, such as explanation of account types in new account opening operations at financial institutions, for example.

Next, with reference to FIG. 17, the details of the selective sub-task selection process (step S1110) will be described.
When the customer or the operator selects a selective sub-operation during connection with the customer terminal 1, the operator terminal 45 selectively transmits the selected sub-operation name to the selective sub-operation start notification transmission means 100. Send sub business start notification.
In the ACD server 20, when the selective sub-task start notification receiving unit 32 receives the selective sub-task start notification (step S101) (notification receiving step), the selective sub-task execution time adding unit 33 receives operator data (see FIG. 7) A value obtained by subtracting the average value of the past history of the notified selective sub-operation from the “expected operation completion time of operator” 62 and adding the average data of the history of the selective sub-operation notified of the selection. (Step S102), the expected waiting time calculating means 30 calculates the expected waiting time (Step S1111).
In other words, before the selective sub-business start notification is received, the value obtained by multiplying the average execution time of each selective sub-business by the selection rate of each selection-target sub-business is used as the operator's expectation. The “task completion time” 62 is calculated, but after the selective sub-task start notification is received, the sub-task execution average time of the selected sub-task indicated in the selective sub-task start notification is used. An “operator expected work completion time” 62 is calculated.
As a result, for example, when opening an account of a type that requires a special procedure for opening a new account at a financial institution, the expected waiting time considering whether an account of a type that requires a special procedure is selected. Can be calculated.

Next, details of the expected waiting time calculation process (step S1111) (time calculation step) will be described with reference to FIGS.
The expected waiting time is calculated according to the following procedure.
The expected waiting time calculation means 30 calculates the “cancellation rate for each sub-operation” 55 (FIG. 6) from the past history for each sub-operation, and complements multiplication means 28 for the operation cancellation rate per unit time for each sub-operation. Is used to update the “sub-task execution average time” 54 (FIG. 6) with the value obtained by multiplying the “sub-task execution average time” 54 (FIG. 6) by the complement of the “sub-task cancellation rate” 55 ( Step S010).
As a result, it is possible to obtain an average sub-work execution time considering the cancellation rate.

Next, the expected waiting time calculating means 30 subtracts the time from the start time 67 (FIG. 7) of the currently executing sub-operation to the current time from the average execution time of the currently executing sub-operation, It is set to “expected remaining time of sub-work being executed” 61 (FIG. 7) (step S011).
Next, the expected waiting time calculation means 30 determines whether the “estimated remaining time of the currently executing sub-operation” 61 is less than or equal to the specified value (step S012). A specified value is set in the “expected remaining time” 61 (step S013).
Next, the expected waiting time calculation means 30 includes the “estimated remaining time of the currently executing sub-operation” 61 and the sub-operations of which “completion flag” 58 is off among the sub-operations included in the operation (unexecuted) The “operator's expected work completion time” 62 (FIG. 7) is updated with the value obtained by adding the sub work execution average time 54 of (sub work) (step S014).
Next, the expected waiting time calculation means 30 divides the total execution time of the sub-operations whose “fixed-time operation flag” 57 is off in the completed sub-operations by the total of the past sub-operation execution average times. The “operator expected task completion time” 62 (FIG. 7) is updated with a value obtained by multiplying the “operator expected task completion time” by the weighting factor (step S015).
In other words, the actual time required for the execution of the completed sub-operation (sub-task execution actual time) divided by the average sub-task execution time of the completed sub-operation and the current "Operator's expected operation completion time" By multiplying by 62, the operator's current trend (customer who takes more time than usual, customer who takes less time than usual) is taken into account, and the operator's expected work is completed. The “time” 62 can be calculated. The multiplication by the weighting factor is how much the tendency of the customer is reflected in the calculation of the “operator expected work completion time” 62, and the weighting factor need not be used. Multiplication of the weighting factor is performed by the expected waiting time calculation means 30 using the execution completion work progress ratio weighting value multiplication means 27.

Next, the means 35 for updating the operator's expected vacant start remaining time with the operator scheduled work time data sets the operator's scheduled vacant start time 92 (FIG. 10) for the operator who is not logged in to the operator's “expected vacant start remaining time”. 63 (FIG. 7) is set (step S016).
Further, the expected waiting time calculating means 30 sets “expected task completion time of operator” 62 (FIG. 7) to “expected empty start remaining time” 63 (FIG. 7) for the logged-in operator (step S017). ). That is, at this stage, the estimated waiting time of the customer who is stuck has not been calculated yet, so the estimated task completion time of the customer task currently handled by the operator is used as the estimated remaining start time. As will be described later, the expected remaining start remaining time is updated every time the expected waiting time of the customer in charge is calculated in the subsequent processing.
Next, the expected waiting time calculating means 30 turns on the “assignment predictable flag” 64 of all operators (step S018).
By turning on the “assignment predictable flag” 64 of all operators, operators who are not attending work (operators before starting work) at the present time are also subject to assignment of overdue customers. When the scheduled attendance time (scheduled work start time) of the operator before the start of work is close, it is before the scheduled work time, but efficient scheduling can be achieved by allocating customers who are late to work in advance. It becomes possible.

Next, the expected waiting time calculating means 30 refers to the queue data (FIG. 9) to determine whether there is a call of a customer who is not expected to be allocated and stuck (step S019). The process ends (step S020). In other words, if there is a customer who has not been calculated for the waiting time, the process proceeds to S021, calculates the waiting time for the customer who is stuck, and the waiting time is calculated for all the customers who are stuck. If there is no late customer whose expected waiting time has not been calculated, the process is terminated.
Next, the expected waiting time calculating means 30 has the longest waiting time among the overdue customers whose “scheduled available start remaining time” 63 is the shortest and whose “assignment predictable flag” 64 is on and the operator's business skills match. A customer is selected (step S021). In other words, the customer who has the “estimated free start remaining time” 63 as the shortest operator and the “assignment predictable flag” 64 is turned on and the possessed business skill (FIG. 8) matches the requested business (FIG. 9). If there is, the customer with the longest waiting time is selected, and the selected customer is assigned to the operator.
This operator is an execution scheduled operator who has been assigned to carry out the business of the overdue customer and is scheduled to carry out the business of the overdue customer.
Note that, as shown in FIG. 12, the expected waiting time calculation process is repeatedly performed each time various types of notifications are received. Since the expected waiting time is calculated at the time of the previous calculation except for the customer who has been stuck, the longest customer in the previous expected waiting time is selected.

Next, the expected waiting time notification transmission means 38 sets the “expected waiting time” and “expected number of waiting times” of the corresponding operator as the “expected waiting time” and “expected waiting number” of the corresponding customer. 1 is notified (step S022).
In other words, if the late customer who reports the “expected waiting time” and “expected waiting number” is the next late customer (the next scheduled customer) that the operator is currently handling In addition, the “expected vacant start remaining time” 63 (FIG. 7) (= “expected task completion time of operator” 62 (FIG. 7)) set in step S017 for the operator is notified as “expected waiting time”, and “ “1 person (customer currently being handled by the operator)” is notified as “expected waiting number”.
On the other hand, if the overdue customer who notifies the “expected waiting time” and the “expected waiting number” is an overdue customer after the next order of the customer currently handled by the operator, it is updated in step S026 described later. The “predicted vacant start remaining time” 63 (FIG. 7) is notified as “expected waiting time”, and the “predicted waiting number” is notified of the number of customers who have been overdue, to whom the same scheduled operator is assigned.
Note that the “expected waiting time” is a time at which the scheduled operator is expected to start executing the business of the customer who is overdue, and corresponds to the expected business start time.
Further, the timing for notifying the customer terminal 1 may be the timing when the customer terminal 1 requests the notification.
Further, notification of “expected waiting number” may be omitted, and only “expected waiting time” may be notified.

Next, the expected waiting time calculating means 30 adds the average time of the past business execution of the requested business of the overdue customer predicted to be allocated to the “expected vacant start remaining time” 63 (FIG. 7) of the corresponding operator (step) S023).
That is, in step S022, the total value of the sub-task execution average time 54 of the sub-tasks included in the requested task of the preceding overdue customer who notified the “expected waiting time” and “expected waiting number” (sub-task execution of the scheduled operator) The total value of the average time 54) is added to the current “expected free start remaining time” 63 (FIG. 7). In this way, the time required to execute the requested business of the preceding overdue customer is reflected in the calculation of the expected waiting time of the next overdue customer.

  The operator's expected waiting time excess time determination means 36 of the customer's expected waiting time determines whether the “operator's expected work completion time” 62 has exceeded the operator's scheduled work time or the call center base business hours (step S024). In this case, the means 37 for updating the operator's expected free time data with the operator logout data turns off the operator's “assignable predictable flag” 64 so that the “expected free start remaining time” is not calculated in the subsequent calculation processing. (Step S025).

Next, the expected waiting time calculation means 30 calculates a past-in-time cancellation rate (probability that a past-destination customer will cancel during the past-day) from the past history of past-day cancellation, and compensates for the over-load cancellation rate per unit time. Using the set multiplication means 31, the “expected empty start remaining time” 63 is updated by a value obtained by multiplying the “expected empty start remaining time” 63 (FIG. 7) of the corresponding operator by the overdue cancellation rate (step S026).
After that, the expected waiting time calculation means 30 performs the process of determining whether there is a customer call that has not been allocated (estimated waiting time is not calculated) and is stuck (step S019) and thereafter. Repeat until there are no customer calls that are stuck. In this way, the “expected waiting time” and the “expected waiting number” are notified to all the customers who are stuck.

Next, the operation (holding content display processing) in the customer terminal 1 will be described with reference to FIG.
When a customer selects and operates a business with an operator requesting start using the business selection unit 7 of the customer terminal 1, the business name selected by the customer is stored in the customer selection business storage unit 2, and the connection request transmission unit 8 transmits a connection request to the ACD server 20 (step S030).
When the ACD server 20 is stuck with a customer connection request due to the absence of an empty operator, the expected waiting time notification receiving means 9 receives the expected waiting time notification from the expected waiting time notification transmitting means 38 of the ACD server 20. (Step S031), the content selection means 10 stores the business attribute data of the contents (stored in the business attribute data management means 6 of the content) that specifies which business the reserved video content is related to, and the customer selection business storage means 2 Using the business name selected by the customer who has been working and the playback time length data (stored in the playback time length data management means 5), the playback time length of the on-hold video content with the business attributes matching the business requested by the customer The data whose data is closest to the expected waiting time is selected, and the content reproduction start means 11 reproduces the selected content, To display (step S032).
At this time, if the expected waiting time notification receiving means 9 displays the expected waiting time notified from the ACD server to the customer, it is possible to inform the customer of the approximate waiting time.

From the ACD server 20, the operator assignment notification receiving unit 12 receives the IP address of the empty operator terminal (step S041), and the connection request transmitting unit 14 to the operator terminal transmits a connection request to the empty operator terminal (step S033).
It is determined whether a response has been received from the operator terminal 45 (step S034). If no response is obtained, an overload request notifying that no response has been obtained is transmitted to the ACD server (step S035). If a response is obtained, the video conference status acquisition means 15 acquires the video conference status of the customer terminal (step S036), determines whether the video conference status is connection complete (step S037), and the operator terminal. When the video conference with is completed, the content playback end means 13 continues playback and display from the currently held video content data being played back to the nearest playback end position metadata (step S038), and starts the connection. (Step S039), and the monitor display switching means 16 switches the video input of the monitor so as to display the video from the operator terminal (step S040).

As described above, according to the present embodiment, it is possible to notify the customer of an accurate expected waiting time according to the business flow by performing the time management of the business in units of sub business.
In other words, the ACD server calculates the time when the operator is expected to complete the current task based on the progress status of each sub task that constitutes the task and the sub task average time. Taking into account the time required to execute the business of the delinquent customer, the operator calculates the time when it is expected to start implementing the business of the overdue customer, and notifies the late customer of the calculated time. The customer can be notified of a more accurate expected waiting time.

  Further, as an additional effect of the present embodiment, the expected waiting time notification transmitting unit 38 of the ACD server 20 is different from the expected waiting time notification receiving unit 9 in that the customer terminal that is in communication with the operator is the customer terminal that is in communication with the operator. The operator's expected work completion time 62, which is also the expected vacant start time, is notified to the customer terminal waiting for the start due to the absence of the vacant operator. The operator that is the expected waiting time of the waiting customer calculated in step S023 The “estimated vacant start remaining time” 63 is notified of a value obtained by adding the average time of the past business execution of the requested business of the customer who is predicted to be allocated, and the expected waiting time notification receiving means 9 is outside the customer terminal. By displaying on the waiting customer, it is also possible to increase the customer satisfaction of customers waiting outside the corresponding customer terminal booth installed in the branch etc. It is to achieve a beneficial effect.

  As described above, in the present embodiment, the customer terminal used by the customer, the operator terminal where the operator conducts the business with the customer, the means for the ACD server to receive the business progress notification from the operator terminal, the past of the operator The call center system provided with means for calculating the expected work completion time of the operator from the average data of the sub work execution time history and the sub work data included in the work has been described.

  In the call center system, the ACD server receives a notification of partial re-execution from the operator terminal, and assigns a weight to the average value of the past sub-work execution time history of the operator to the expected work completion time of the operator. It has been described that means for adding the multiplied values is provided.

  Further, in the call center system, the ACD server receives a notification of re-doing over a plurality of sub-tasks of a job from the operator terminal, and the expected sub-task execution time of the operator in the past completion time of the sub-tasks of the relevant operator. It has been described that means for adding a value obtained by multiplying the average value of the history by a weight is provided.

  In the call center system, when the ACD server receives a notification from the operator terminal, the value obtained by dividing the execution time of the sub-work completed so far by the average of the history of past sub-work execution time is the operator's expected work completion time. It was explained that the expected work completion time of the operator is updated with a value obtained by multiplying the weight with a weight.

  In the call center system, the cancellation rate for each sub-operation is calculated from the past history for each sub-operation, and the expected waiting time is calculated using a value obtained by multiplying the average execution time for each sub-operation by the complement of the cancellation rate. It has been explained that a means for calculating is provided.

  Further, in the call center system, the ACD server includes means for receiving a notice of the start of another work from the operator terminal, and when the customer performs another work continuously with the operator, a means for calculating the expected waiting time again. We explained that we have.

  Further, in the call center system, the ACD server calculates a cancellation rate from the past history of the cancellation of the late payment, and adds the value obtained by multiplying the operator's estimated idle time by the complement of the cancellation rate, so that the order after the corresponding customer is increased. We explained that we have a means to calculate the expected waiting time of customers who are waiting in

  In the call center system, the ACD server receives a sub-task notification selected by the customer from the operator terminal, and subtracts the average value of the operator's past history of the selected sub-task from the expected task completion time of the operator. It has been described that means for adding the average data of the past history of the operator at the selected sub work execution time is provided.

  In the call center system, the ACD server determines the attendance time data of the operator, means for determining whether the expected waiting time of the customer exceeds the expected attendance time of the operator whose job skill matches, and if it exceeds, the operator's attendance schedule It has been explained that a means for calculating the expected waiting time of the customer is provided using the time as the expected free time of the operator.

  Further, in the call center system, the ACD server logs the operator's scheduled work time data, means for determining whether the expected end time of the work currently being performed exceeds the scheduled work time for the operator, and if the time exceeds, the operator logs out. As a result, it has been explained that a means for calculating the expected waiting time is provided.

  In the call center system, the ACD server is provided with means for notifying the customer terminal of the expected waiting time, and the customer terminal is provided with means for displaying the pending content according to the expected waiting time length to the customer.

  Further, it has been described that the call center system includes means for displaying an image from the operator terminal after playing back to a specific playback end position when connecting to the operator terminal after being overloaded.

Embodiment 2. FIG.
As another configuration for obtaining the same effect as that of the first embodiment, a configuration shown in FIG. 21 is conceivable.
In FIG. 21, the sub-task completion notification transmission unit 46, the sub-task redo notification transmission unit 47, the multiple sub-task redo notification transmission unit 48, the job notification transmission unit 49, and the selective sub-task start notification transmission unit 100 are included in the application server 102. The operator terminal 45 includes business data transmission means 103 that transmits business data to the application server 102 during connection with the customer terminal 1.
In the first embodiment, the operator terminal 45 is an example of a business progress monitoring apparatus. However, in the present embodiment, the application server 102 is an example of a business progress monitoring apparatus.

The sub-task completion notification transmission unit 46, the sub-work redo notification transmission unit 47, the multiple sub-work redo notification transmission unit 48, the job notification transmission unit 49, and the selective sub-task start notification transmission unit 100 of the application server are received from the operator terminal 45. When business data is received, a notification is sent to the ACD server as in the first embodiment.
That is, in the first embodiment, the operator terminal 45 notifies the ACD server 20 of the sub-task completion notification (sub-task execution completion notification information), the sub-task redo notification (sub-task re-execution notification information), and the multiple sub-task redo notification (sub-task). Re-execution notification information), business notification, and selective sub-business start notification (selected sub-business notification information) are transmitted. In this embodiment, the application server 102 transmits these notifications to the ACD server 20 instead. Except for this, it is the same as the first embodiment. For this reason, description of the details of the operation is omitted.
The configuration of the ACD server 20 is the same as that shown in FIG. 2, and the configuration of the customer terminal 1 is also the same as that shown in FIG.

  As described above, in this embodiment, the customer terminal used by the customer, the operator terminal provided with a means for the operator to perform business with the customer, and send the business data to the application server, and the ACD server operate from the application server. Call center system comprising means for receiving notification of the progress status of the operator, means for calculating the operator's expected work completion time from the average data of the past work hours of the sub-work of the operator, and the data of the sub-work included in the work Explained.

Embodiment 3 FIG.
As another configuration for obtaining the same effect as that of the first embodiment, a configuration shown in FIG. 22 can be considered.
In FIG. 22, the sub-work completion notification transmission unit 46, the sub-work redo notification transmission unit 47, the multiple sub-work redo notification transmission unit 48, the business notification transmission unit 49, and the selective sub-work start notification transmission unit 100 are included in the sub-work completion detection device. 110.
In addition, the sub work completion detection device 110 includes a work data reference unit 111 that refers to the work data from the DB server 120, and “input item data when the sub work is completed” which is a data item that should be completed when each sub work is completed. Sub-completion completion detecting means 113 for detecting sub-completion from sub-completion input item data management means 112 and sub-completion completion input data from the DB server 120 Have.
The operator terminal 45 includes business data transmission means 103 that transmits business data to the DB server 120 during connection with the customer terminal 1.
The sub-operation completion detection device may be software that operates inside the ACD server.
In the first embodiment, the operator terminal 45 is an example of a business progress monitoring device, but in the present embodiment, the sub business completion detection device 110 is an example of a business progress monitoring device.

The sub-work completion notification transmission unit 46, the sub-work redo notification transmission unit 47, the multiple sub-work redo notification transmission unit 48, the business notification transmission unit 49, and the selective sub-work start notification transmission unit 100 of the sub-work completion detection device 110 are DB servers. The business data is periodically referred from 120, and the ACD server 20 is notified as in the first embodiment.
That is, in the first embodiment, the operator terminal 45 notifies the ACD server 20 of the sub-task completion notification (sub-task execution completion notification information), the sub-task redo notification (sub-task re-execution notification information), and the multiple sub-task redo notification (sub-task). Re-execution notification information), business notification, and selective sub-task start notification (selected sub-task notification information) have been transmitted. In this embodiment, the sub-task completion detection device 110 sends these notifications to the ACD server instead. Except for transmitting to 20, this is the same as in the first embodiment. For this reason, description of the details of the operation is omitted.
The configuration of the ACD server 20 is the same as that shown in FIG. 2, and the configuration of the customer terminal 1 is also the same as that shown in FIG.

  As described above, in the present embodiment, the customer terminal used by the customer, the operator terminal provided with a means for the operator to perform business with the customer and transmitting the business data to the data storage means, and the business data in the data storage means. Business data storage detection means for detecting the storage of data, means for the ACD server to receive notification of the progress of the business from the business data storage detection means, The call center system including means for calculating the expected work completion time of the operator from the sub work data included in the work has been described.

Here, the ACD server 20, the operator terminal 45, the customer terminal 1, the application server 102, the sub work completion detection device 110 and the DB server 120 (hereinafter, these are collectively referred to as the ACD server 20, etc.) shown in the first to third embodiments. Will be described.
FIG. 23 is a diagram illustrating an example of hardware resources such as the ACD server 20 described in the first to third embodiments. The configuration in FIG. 23 is merely an example of the hardware configuration of the ACD server 20 and the like, and the hardware configuration of the ACD server 20 and the like is not limited to the configuration illustrated in FIG. Also good.
In FIG. 23, the ACD server 20 or the like includes a CPU 911 (also referred to as a central processing unit, a central processing unit, a processing unit, a processing unit, a microprocessor, a microcomputer, and a processor) that executes a program. The CPU 911 is connected to, for example, a ROM (Read Only Memory) 913, a RAM (Random Access Memory) 914, a communication board 915, a display device 901, a keyboard 902, a mouse 903, and a magnetic disk device 920 via a bus 912. Control hardware devices. Further, the CPU 911 may be connected to an FDD 904 (Flexible Disk Drive), a compact disk device 905 (CDD), a printer device 906, and a scanner device 907. Further, instead of the magnetic disk device 920, a storage device such as an optical disk device or a memory card read / write device may be used.
The RAM 914 is an example of a volatile memory. The storage media of the ROM 913, the FDD 904, the CDD 905, and the magnetic disk device 920 are an example of a nonvolatile memory. These are examples of a storage device or a storage unit.
The communication board 915, the keyboard 902, the scanner device 907, the FDD 904, and the like are examples of an input unit and an input device.
Further, the communication board 915, the display device 901, the printer device 906, and the like are examples of an output unit and an output device.

The communication board 915 is connected to a network as shown in FIG. For example, the communication board 915 may be connected to a LAN (local area network), the Internet, a WAN (wide area network), or the like.
The magnetic disk device 920 stores an operating system 921 (OS), a window system 922, a program group 923, and a file group 924. The programs in the program group 923 are executed by the CPU 911, the operating system 921, and the window system 922.

The program group 923 stores programs that execute the functions described as “˜unit” and “˜means” in the description of the first to third embodiments. The program is read and executed by the CPU 911.
In the description of the first to third embodiments, the file group 924 is described as “determined”, “calculation of”, “comparison of”, “setting of”, “update of”, etc. Information, data, signal values, variable values, and parameters indicating the results of processing are stored as items of “˜file” and “˜database”. The “˜file” and “˜database” are stored in a recording medium such as a disk or a memory. Information, data, signal values, variable values, and parameters stored in a storage medium such as a disk or memory are read out to the main memory or cache memory by the CPU 911 via a read / write circuit, and extracted, searched, referenced, compared, Used for CPU operations such as calculation, calculation, processing, editing, output, printing, and display. Information, data, signal values, variable values, and parameters are stored in the main memory, registers, cache memory, and buffers during the CPU operations of extraction, search, reference, comparison, calculation, processing, editing, output, printing, and display. It is temporarily stored in a memory or the like.
The arrows in the flowcharts described in the first to third embodiments mainly indicate input / output of data and signals. The data and signal values are the RAM 914 memory, the FDD904 flexible disk, the CDD905 compact disk, and the magnetic disk device. It is recorded on a recording medium such as a 920 magnetic disk, other optical disks, minidisks, and DVDs. Data and signals are transmitted online via a bus 912, signal lines, cables, or other transmission media.

  Further, in the description of the first to third embodiments, what is described as “to part” and “to means” may be “to circuit”, “to device”, and “to device”. It may be “˜step”, “˜procedure”, “˜processing”. That is, what is described as “˜unit” and “˜means” may be realized by firmware stored in the ROM 913. Alternatively, it may be implemented only by software, or only by hardware such as elements, devices, substrates, and wirings, by a combination of software and hardware, or by a combination of firmware. Firmware and software are stored as programs in a recording medium such as a magnetic disk, a flexible disk, an optical disk, a compact disk, a mini disk, and a DVD. The program is read by the CPU 911 and executed by the CPU 911. That is, the program causes the computer to function as “to part” and “to means” in the first to third embodiments. Alternatively, the procedures and methods of “to part” and “to means” in the first to third embodiments are executed by a computer.

  As described above, the ACD server 20 or the like shown in the first to third embodiments includes a CPU as a processing device, a memory as a storage device, a magnetic disk, a keyboard as an input device, a mouse, a communication board, and a display device as an output device, A computer including a communication board and the like, and as described above, functions indicated as “˜unit” and “˜means” are realized by using these processing devices, storage devices, input devices, and output devices.

1 is a diagram illustrating a system configuration example of a call center system according to Embodiment 1. FIG. FIG. 3 shows a configuration example of an ACD server according to the first embodiment. FIG. 3 shows a configuration example of an operator terminal according to the first embodiment. FIG. 3 shows a configuration example of a customer terminal according to the first embodiment. FIG. 6 is a diagram illustrating an example of sub work data included in a work according to the first embodiment. FIG. 6 is a diagram illustrating an example of sub work data for each operator according to the first embodiment. FIG. 4 shows an example of operator data according to the first embodiment. FIG. 4 shows an example of operator data according to the first embodiment. FIG. 4 is a diagram illustrating an example of queue data according to the first embodiment. The figure which shows the example of the operator attendance scheduled time data which concerns on Embodiment 1. FIG. The figure which shows the example of the operator leaving work time data which concerns on Embodiment 1. FIG. FIG. 3 is a flowchart showing an operation example of the ACD server according to the first embodiment. FIG. 3 is a flowchart showing business start processing of the ACD server according to the first embodiment. FIG. 4 is a flowchart showing processing at the time of completion of a sub-operation of the ACD server according to Embodiment 1. FIG. 4 is a flowchart showing processing at the time of sub-work redoing of the ACD server according to the first embodiment. FIG. 4 is a flowchart showing processing when a plurality of sub-tasks are re-executed by the ACD server according to the first embodiment. FIG. 3 is a flowchart showing selective sub-task selection processing of the ACD server according to the first embodiment. The flowchart figure which shows the expected waiting time calculation process of the ACD server which concerns on Embodiment 1. FIG. The flowchart figure which shows the expected waiting time calculation process of the ACD server which concerns on Embodiment 1. FIG. The flowchart figure which shows the pending | holding content display process of the customer terminal which concerns on Embodiment 1. FIG. FIG. 4 is a diagram illustrating a system configuration example of a call center system according to a second embodiment. FIG. 9 is a diagram showing a system configuration example of a call center system according to a third embodiment. The figure which shows the hardware structural examples, such as ACD server which concerns on Embodiment 1-3.

Explanation of symbols

  1 customer terminal device, 2 customer selection work storage means, 3 reserved video content data management means, 4 playback end delimiter data management means, 5 playback time length data management means, 6 content work attribute data management means, 7 work selection means, 8 connection request transmission means, 9 expected waiting time notification reception means, 10 content selection means, 11 content reproduction start means, 12 operator assignment notification reception means, 13 content reproduction end means, 14 connection request transmission means to operator terminal, 15 television Conference status acquisition means, 16 monitor display switching means, 17 video conference means, 18 IP network, 19 call center, 20 ACD server device, 21 sub work completion notification receiving means, 22 sub work completion setting means, 23 sub work redo notification reception Means, 24 and Weighting value addition means for correction sub-work execution time, 25 Multiple sub-work redo notification receiving means, 26 Weight value addition means for redo multiple sub-work execution time, 27 Execution completion work progress ratio weight value multiplication means, 28 Unit for each sub-work Complementary multiplication means for business suspension rate per time unit, 29 Business notification reception means, 30 Expected waiting time calculation means, 31 Complementary multiplication means for congestion cancellation rate per unit time, 32 Selective sub-business start notification reception means, 33 Selective sub-work execution time addition means, 35 Means for updating the expected remaining start time of the operator with the scheduled work attendance time data, 36 Means for determining whether the expected waiting time of the customer exceeds the scheduled time for leaving the operator, 37 Expected free time for the operator A means of updating data with operator logout data, 38 Waiting for an expectation Inter-submission notification transmission means, 39 Operation start setting means, 45 Operator terminal device, 46 Sub-operation completion notification transmission means, 47 Sub-operation redo notification transmission means, 48 Multiple sub-operation redo notification transmission means, 49 Operation notification transmission means, 100 Selective Sub business start notification transmission means, 101 TV conference means, 102 application server, 103 business data transmission means, 110 sub business completion detection device, 111 business data reference means, 112 input item data management means upon completion of sub business, 113 sub business Completion detection means, 120 DB server, 400 Sub work data management means included in the work, 410 Sub work data management means for each operator, 420 Operator data management means, 440 Queue data management means, 450 Scheduled attendance time data management for operators Means, 460 Operator's scheduled work time data management means.

Claims (18)

A business management device that performs time management of business composed of a plurality of sub-businesses performed by an operator,
For each operator, a sub work average execution time storage unit that stores an average execution time for each sub work as a sub work average execution time;
A notification receiver for receiving sub-task progress notification information for notifying the progress of each sub-task, for each operator, from the job progress monitoring device that monitors the progress of the task for each operator;
For each operator , based on the progress indicated in the sub-task progress notification information, the operator determines the sub-task that needs to be implemented in the future from among the sub-tasks that constitute the job currently being performed by the operator. A time calculation unit that calculates a predicted time when a task currently being executed by the operator is completed by using an average sub-task execution time of a sub-work that needs to be performed , Business management device to perform. The business management device further includes:
A queue data management unit for managing queue data indicating a customer who is awaiting execution of business by any operator;
The time calculator is
For each overdue customer indicated in the queue data, an expected operation completion time at which an operation scheduled operator scheduled to carry out the operation of the overdue customer is expected to complete, and the sub Based on the average subtask execution time of the scheduled execution operator stored in the average execution time storage section, the estimated time at which the scheduled execution operator is expected to start the execution of the business of the overdue customer The business management apparatus according to claim 1, wherein the business management apparatus calculates the following. The time calculator is
For each overdue customer indicated in the queue data, a plurality of sub-routines constituting the work of the preceding overdue customer in the queue data to which the scheduled operation completion time of the scheduled operator and the scheduled operator are assigned. The work management apparatus according to claim 2, wherein the predicted work start time is calculated using a total value of sub work execution average times of the scheduled execution operator for the work. The time calculator is
The business management apparatus according to claim 2, wherein the expected business start time is calculated using a cancellation rate indicating a rate at which overdue customers cancel the business execution by the operator. The business management device further includes:
3. A time notification unit for notifying a customer terminal device used by each overdue customer of a predicted work start time for each overdue customer calculated by the time calculation unit. The business management device described. The notification receiver
As the sub work progress notification information, the sub work execution completion notification information for notifying the completion of the execution of the sub work is received from the work progress monitoring device for each operator every time the execution of the sub work is completed.
The time calculator is
Based on the sub-work that has been executed as indicated in the sub-work execution completion notification information, the operator currently executing the sub-work execution completion notification information from the work progress monitoring device The sub-operations that are not executed among a plurality of sub-operations that constitute a given operation are determined, and the expected operation completion time is calculated using an average execution time of the sub-operations of the unexecuted sub-operations. 1. The business management apparatus according to 1. The time calculator is
Each time the notification receiving unit receives the sub-task execution completion notification information, the operator currently executing the sub-task execution completion notification information from the job progress monitoring device. The predicted work using a division value obtained by dividing the actual sub-work execution time required for the execution of the executed sub-work among the plurality of sub-workes constituting the above by the average sub-work execution time of the executed sub-work. The business management apparatus according to claim 6 , wherein a completion time is calculated. The time calculator is
The predicted work completion time is calculated using a value obtained by multiplying the division value, a predetermined weighting factor, and a total value of sub work execution average times of unexecuted sub work. Item 8. The business management device according to Item 7 . The time calculator is
The predicted operation completion time is calculated using a cancellation rate indicating a rate at which each of a plurality of sub-operations included in the operation is canceled and a sub-operation execution average time of unexecuted sub-operations. Item 2. The business management device according to item 1. The notification receiver
As the sub work progress status notification information, sub job re-execution notification information for notifying that the sub work that has been executed in any operator is executed again is received from the work progress monitoring device,
The time calculator is
For the operator to which the sub-work re-execution notification information is transmitted from the business progress monitoring device, a predetermined sub-task execution average time of the sub-work to be re-executed indicated in the sub-work re-execution notification information The task management apparatus according to claim 1, wherein the predicted task completion time is calculated using a multiplication value multiplied by a weighting factor. The notification receiver
As the sub-work progress status notification information, the sub-work re-execution notification information for notifying that a plurality of sub-tasks that have been executed by any operator is executed again is received from the job progress monitoring device,
The time calculator is
For the operator who has received the sub-work re-execution notification information from the business progress monitoring device, the sub-work execution average time of the sub-work to be re-executed indicated in the sub-work re-execution notification information The task management apparatus according to claim 1, wherein the predicted task completion time is calculated using a multiplication value obtained by multiplying each by a predetermined weighting factor. The notification receiver
As the sub-task progress status notification information, the sub-task selected from the plurality of selection-target sub-tasks by the operator performing the task including the plurality of selection-target sub-tasks from the task progress monitoring device. Receive notification of selected sub business notification information,
The time calculator is
Before receiving the selected sub-task notification information by the notification receiving unit, the value obtained by multiplying the sub-task average execution time of each selection-target sub-task by the selection rate of each selection-target sub-task is used. After calculating the expected task completion time and receiving the selected sub task notification information by the notification receiving unit, use the sub task execution average time of the selected sub task indicated in the selected sub task notification information. The task management apparatus according to claim 1, wherein the predicted task completion time is calculated. The business management device further includes:
Each operator has a scheduled work start time storage unit that stores a scheduled work start time,
The time calculator is
Based on the scheduled work start time stored in the scheduled work start time storage unit, an operator before starting work that has not started work is assigned as an scheduled operator for any late customer, and the work of the operator before starting work is performed. The business management apparatus according to claim 2, wherein an expected business start time of the customer in charge is calculated using the scheduled start time. The business management device further includes:
Each operator has a scheduled work end time storage unit for storing a scheduled work end time,
The time calculator is
If the expected start time of a past-due customer calculated for one of the operators exceeds the scheduled end time for that operator, the operator is excluded from the target for assignment of the late customer. Item 3. The business management device according to Item 2. The notification receiver
The work management apparatus according to claim 1, wherein the work progress monitoring apparatus receives sub work progress notification information from each of operator terminal devices used by each operator. The notification receiver
The sub-work progress notification information is received from a work progress monitoring device that communicates with each of the operator terminal devices used by each operator and monitors the work progress of each operator terminal device. 1. The business management apparatus according to 1. A business management method for performing time management of a business composed of a plurality of sub-businesses performed by an operator using a computer,
A notification receiving step for receiving sub-work progress notification information for notifying the progress of each sub-work, for each operator, from the work progress monitoring device that monitors the work progress of each operator;
Based on the progress shown in the sub-task progress notification information, the computer determines, for each operator, a sub-task that needs to be implemented among the sub-tasks that make up the job that the operator is currently performing. Then, from the sub-task average execution time storage device that stores the average execution time of each sub-task for each operator as the sub-task average execution time, obtain the sub-task execution average time of the sub-task that needs to be implemented in the future, A business management method comprising: a time calculation step of calculating, as an expected business completion time, a time at which an operation currently being performed by the operator is expected to be completed by using the acquired average average time for sub-operations . Is carried out by an operator, a program for executing a time management configured services to computers from a plurality of sub-operations,
A notification reception process for receiving sub-task progress notification information for notifying the progress of each sub-task, for each operator, from the job progress monitoring device that monitors the progress of the job for each operator;
For each operator , based on the progress status indicated in the sub-task progress status notification information , the operator determines a sub-task that needs to be performed in the future from among a plurality of sub-tasks constituting the job currently being executed by the operator. For each sub-operation, the average execution time for each sub-operation is stored as the sub-operation average execution time storage device. A program that causes a computer to execute time calculation processing for calculating, as an expected task completion time, a time at which a task that the operator is currently performing is expected to be completed using the task execution average time .

Images